With 10 years of exp I think emphy is the key factor in customer service, how valid it is?

Should understand customer full and check on the factor ruling the customer mindset and work. Empathy would be auto mode. Out of competition I think banks in india nowadays are displaying positive customer approach Just for sake. After Sales service is zero and some time negative. Customer service is an attitude within and will get showcased all the time. I have heard trainers/Supervisiors saying and guiding to bring empathy and sympathy, which from my means is a total zero value effort.